Customer Lifecycle & Retention Marketing Manager

Are you ready to help shape the future of academic research by driving engagement and retention for innovative subscription products at Elsevier? Do you want to combine your creativity and data-driven expertise to deliver impactful lifecycle marketing campaigns that support researchers worldwide?

About the team: A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice.

About the role: The Customer Lifecycle & Retention Marketing Manager will drive engagement and retention across Elsevier’s growing portfolio of direct-to-researcher (D2R) products, starting with ScienceDirect AI, our new subscription-based research companion. The role will be responsible for shaping and executing our customer journey marketing touchpoints, from onboarding through renewal to deliver personalized, insight-led lifecycle campaigns that help academic researchers get lasting value from their subscription. This role is ideal for someone who loves combining creativity with data, knows how to turn content into researcher-centric marketing and wants to help academic researchers around the world advance human progress.

Responsibilities

• Develop and manage lifecycle marketing programs that support subscribers from onboarding to renewal.
• Create and optimize automated messaging flows using platforms like Braze and Pendo to guide users through key milestones and maximize conversion.
• Implement strategies to boost user engagement, encourage renewals, and minimize cancellations.
• Collaborate with acquisition teams on campaigns to re-engage inactive users and support upsell and cross-sell initiatives.
• Work effectively with colleagues across Product, Marketing, Content, Ecommerce, and Analytics teams.
• Use data and analytics to monitor performance and identify opportunities for improvement.
• Champion continuous optimization of messaging and campaign effectiveness.
• Ensure all communications reflect Elsevier’s brand standards, responsible communication practices, and data privacy requirements.
• Contribute to user adoption efforts across individual and institutional channels by adapting journey paths to varied needs.

Requirements

• Experience in customer lifecycle, retention, or CRM marketing, especially with SaaS or subscription products.
• Proficient with Braze or similar marketing automation platforms. Familiarity with Pendo or other in-product messaging tools is a plus.
• Understanding of customer segmentation, journey mapping, and personalized marketing approaches.
• Ability to design, execute, and measure campaigns that increase engagement and retention.
• Comfortable using analytics tools such as Adobe Analytics or Tableau to inform decisions.
• Strong written communication skills, able to make complex information clear and engaging.
• Interest in supporting the academic research community and understanding user needs.
• Collaborative approach and adaptability in a dynamic environment.

Work in a way that works for you: We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you: We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days.
• Health screening, eye care vouchers and private medical benefits.
• Wellbeing programs.
• Life assurance.
• Access to a competitive contributory pension scheme.
• Save As You Earn share option scheme.
• Travel Season ticket loan.
• Electric Vehicle Scheme.
• Optional Dental Insurance.
• Maternity, paternity and shared parental leave.
• Employee Assistance Programme.
• Access to emergency care for both the elderly and children.
• RECARES days, giving you time to support the charities and causes that matter to you.
• Access to employee resource groups with dedicated time to volunteer.
• Access to extensive learning and development resources.
• Access to employee discounts scheme via Perks at Work.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.